Warranty Operations Analyst II
The Toro Company

Job Info

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Job Purpose:

Responsible for the administration of warranty, overseeing the processing of warranty claims, administration of vendor recovery, and the Return Goods Authorization (RGA) process. This includes warranty claim review, technical claim review, quality vendor recovery analysis, reporting, and critical warranty support. The individual in this role dedicates their activities to ensuring claim data integrity, vendor recovery, recovery analysis, and warranty cost avoidance and reduction.

Job Duties & Responsibilities:

1. Analyze and process warranty claims to ensure accuracy and timely processing within Warranty and Policy Procedure parameters.

2. Communicate with channel partners through the claims system to ensure accuracy and timely submission, including appropriate diagnostics, repair sequence, and usage of standard repair time.

3. Provide channel partner support via phone, email, and other forms of communication for warranty processes and/or warranty system helpdesk.

4. Create and maintain warranty related training material and self-help tools.

5. Support and participate in developing / improving Standard Operation Procedures related to the warranty processes.

6. Conduct in-depth warranty claim and/or channel partner auditing using warranty reports and analytics as assigned.

7. Administer the vendor recovery program for the assigned business unit including identifying eligible parts for recovery, streamlining the part return process, and coordinating requests with internal and external customers.

8. Manage regular vendor recovery submissions to vendors, properly apply credits from vendors, investigate new opportunities for recovery, and maintain good working relationships with vendors.

9. Manage the Return Goods Authorization (RGA) process ensuring proper return of parts for vendor recovery, engineering and technical service evaluation, and special requests.

10. Ensure post-sale extended service contracts for the assigned business unit are created properly in the warranty system.

11. Monitor warranty system functionality, troubleshoot to identify root cause, and work with the I.S. Team to correct issues.

12. Monitor warranty system tables to ensure accuracy of warranty process and payment to include maintaining tables, reimbursement to channel partners, labor rates, and standard repair times (SRTs).

13. Create and maintain SRT and SST (Standard Setup Time) tables in collaboration with the technical team.

14. Generate reports using Toro's reporting tool for warranty and vendor recovery.

15. Provide training and work direction to other department personnel.

Note: The responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company .

Job Qualifications:

• Bachelor's degree in a related field, or High School graduate with a minimum of 5 years associated experience.
  
• 3+ years' experience in warranty analysis, vendor recovery, or technical service.
  
• In-depth knowledge and understanding of engines, hydraulics, and electronics. Process diagnostic and repair logic skills.
  
• Experience with business systems (i.e., Enterprise Resource Planning - ERP, Customer Relationship Management - CRM, etc.) and business process improvement techniques.
  
• Thorough knowledge of Microsoft Office applications with advanced Microsoft Excel proficiency.
  
• Experience and expertise with data analytics, database systems, business processes, and reporting tools.
  
• Ability to translate complex ideas and detailed information into concise written, spoken, and visual communications.
  
• Strong critical thinking and root cause analysis skills.
  
• Excellent communication and interpersonal skills are required to interact effectively with channel partners, internal customers, and cross-functional teams.
  
• Strong negotiation skills and experience negotiating.
  

Other Job-Related Components:

• Travel requirement up to 15%.
  
• International travel may be required at times, must be able to hold a US Passport.
  

We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#LI-Hybrid

Compensation determined by education, experience and skillset - targeted/estimated range: starting at $60,000-$72,000k/yr

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